Technical Support Specialist - io

Role Details
Type of Support: Phone, chat, and email support 
Contract Duration: Permanent
Work type and Location: Remote/ Hybrid
Expected start date: December 26, 2024

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About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

We are seeking a skilled and customer-focused Technical Support Specialist with at least 2 years of experience to join our team. In this role, you will assist customers in troubleshooting, resolving technical issues, and optimizing the use of our innovative energy management solutions. Your expertise and problem-solving skills will be pivotal in ensuring customer satisfaction and fostering trust in our cutting-edge technology.

What you’ll do:

• Serve as the primary point of contact for customers, addressing technical inquiries via phone, email, and chat.
• Diagnose and resolve hardware, software, and connectivity issues related to energy management systems.
• Guide customers through product installation, setup, and configuration.
• Collaborate with engineering and product teams to identify, document, and resolve complex technical challenges.
• Create and update knowledge base articles, FAQs, and troubleshooting guides to improve self-service support resources.
• Escalate unresolved issues to higher-level technical support or development teams while ensuring timely follow-ups.
• Monitor, analyze, and report recurring issues to identify areas for product improvement.
• Provide technical insights and feedback to enhance future product development.

What we expect from you:

• 2 years technical experience is a must
• Exceptional written and verbal communication skills
• Propensity to quickly resolve challenging technical problems and drive process/product improvements to improve the customer experience
• Maintain empathy and patience while dealing with complex customer issues
• Capable of complicated problem-solving with little guidance
• Proactive and willing to find solutions to trending issues
• Organized team player with a personable manner, excellent customer service skills, and the ability to work with a diverse group
• Customer service experience, especially in email-based support

What you will get in return

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].